Glo cell Migration to Cell C

In June 2018, my Glocell account had a credit of R6136.50. On the 7th June 2018 I upgraded my contract with Glocell to the pinacle 1G straight up 30, for an amount of R235.32, this amount was taken from the credit Glocell owed me.

In July 2018, Glocell had sent an email to inform that all their customers will be migrated to Cell C. I received a welcome email from Cell C as well and letter confirming the migration was complete.

As per my agreement with Glocell my upgrade contract amount of R253. 32 was supposed to be debited from my Glocell account, now Cell C. However, when Glocell migrated to Cell C, an amount of R310.20 was debited from my bank account on 20th September 2018. No statements, emails or any other communication was received from Cell C. After numerous times contacting Cell C call centre, agent Suprise Mbuyazi took my details and indicated he would escalate the query since he was unable to assist.

I waited patiently, however was still not contacted by Cell C. I spoke to another Wendell who was finally able to assist with the query, they indicated that according to their system I had a balance i.e credit of R5901. 00 from Glocell.

A request for a refund to be done to my bank accoun was done, and request for the monthly amount be taken from the credit. I have still not received my refund.

However, the other major issue is that i have upgraded my contract with the agreed amount of R253.52, and now being charged R310.20.

The agent indicated that 'Cell C' decided to upgrade my contract to better package with more minutes and data. This was done without informing me or my consent. The agent was unable to assist further, and query was escalated.

I then spoke Rachel at escalation department who indicated she will assist with the refund into my bank account, and going forward the amount of R253. 52 would be taken from the Glocell Credit.

A month later i.e November, I still did not receive my refund neither did I receive any communication from Cell C.

I contacted the call centre to find out if my query was resolved and when my money was going to be refunded. I also requested statements since Cell C was not sending any.

As per the statements, Cell C was taking the amount of R310. 20 from my Glocell credit.

This was not agreed upon, and I clearly informed all agents I spoke to that I did not want a different package.

I am highly disappointed and now angry with the lack of service from CellC. Furthermore Cell C cannot make decisions or changes to contracts without consulting customers. This is very unprofessional, and I am tired of contacting Cell C.